Responsibilities

• Answers customers’ questions, handle escalations, resolves problems, and maintains customer satisfaction, and NPS score by providing problem-solving resources.
• Maximizes customer operational performance by providing help desk resources and technical advice.
• Improves customer service quality results by conducting surveys and studying, evaluating, and re-designing processes and establishing and communicating service metrics, and monitoring and analyzing results.
• Lead the customer service issue log calls with internal and external departments.
• Implements customer-service standards.
• Contributes customer service information and recommendations to strategic plans and reviews.
• Audits customer service procedures and trends and determines system improvements.
• Determines customer service requirements by maintaining contact with customers and visiting operational environments.
• Meets customer se...